[Resolved]  Whirlpool India — whirlpool refrigerator complaint still not resolved after 3 months

Address:

Thrikkakara, 682021

We bought fp 283d protton roy refrigerator around 2 years ago and we raised the first complaint on july 26th 2019 on an issue in vegetable/fruit compartment and one of the technician visited next day itself and he charged rs.500 but no resolution provided. Later when we contacted service center after 5 days, came to know that the ticket was closed with reason 'spare parts not available'. Again we raised multiple tickets (Around 6) as the issues getting worsened and it started impacting other parts of the refrigerator. Whenever we contacted service center, no resolution provided and the issue spread to compressor and refrigerator almost stopped functioning. Since there were no service/resolution came, then i emailed to help desk on october 14th and started getting responses from care manager.

On october 15th, care manager updated as "we have discussed with our branch team, we would like to inform you that we process appliance replacement" and he asked me the details of which model we are looking as the replacement. Suddenly on october 23rd he replied as branch rejected the replacement request as it is a physical damage.

Currently the compressor itself not functioning, which means its not a physical damage. The technician visited only once on the first day and how they judged after 3 months that its physical damage. If the technician could resolved the issue on the earlier phase itself, it should not reach to worsened damage and would have saved all our time and struggle.

I never asked to replace, but care manager and service center team only updated me that replacement in process.

I still request the company to service the refrigerator to good working condition. If spare parts are not available for this product, why still the refrigerator available for sales?

For a consumer, this is way beyond fair thought to expect such expensive product failures, when such a good care is taken. More over the expense, now i am spending our aluable time running here are there to get a fix for the same and our day to day activities getting spoiled.

I would like the company to take full ownership of this disappointment. Request you to escallate this issue to top level managementand and please notify me on the course of action on compensating me. A speedy response is expected and will be much appreciated.
Pfb the service request registered and hard closed without our confirmation
On 26th july co [protected]
In 13th aug - co[protected]
On 22nd august - co[protected]
Later 2 more complaints registered, am not sure on the complaint numbers